INNVOX Shipping Policy

1. Where We Ship From and To

Orders placed on innvox.ai are fulfilled by 旋梯科技（深圳）有限公司 (INNVOX) and ship from Shenzhen, China. We ship to most countries and regions worldwide.

If your country or region is not available at checkout, please email us first. If a carrier or legal restriction prevents delivery to your address, we will contact you before shipping and issue a full refund.

2. Order Processing Time

• Orders are packed and shipped within 1–3 business days after payment is confirmed. Business days are Monday to Friday, excluding public holidays in China.
• Orders placed on weekends or holidays are processed starting the next business day.
• During promotions, launches, or holiday peaks, processing may take longer. If we expect it to exceed 5 business days, we will email you, and you can choose to wait or cancel for a full refund.

3. Shipping Cost and Method

• Shipping is free on all retail orders. We use tracked international standard courier or postal service.
• Shipping for bulk or wholesale orders is quoted separately. Please email us.

4. Estimated Delivery Time

Estimates start from the day your package ships. They reflect typical carrier transit times and are not guaranteed delivery dates. Customs, weather, and holidays can cause delays.

• United States, Canada, United Kingdom, European Union, Australia, New Zealand: about 7–15 business days.
• Japan, South Korea, Singapore, and other Asian countries and regions: about 5–12 business days.
• All other countries and regions: about 10–25 business days.

5. Order Tracking

• Once your package ships, we email the tracking number to the address you used at checkout.
• It can take 2–5 business days for the first tracking event to appear on the carrier website.

6. Customs, Duties, and Taxes

International packages may be subject to import duties, VAT, or customs clearance fees in the destination country. These are not included in the product price and are the recipient's responsibility unless stated otherwise at checkout.

If a package is returned because duties were refused, we will refund the product price after the package reaches us, minus the actual return shipping cost.

7. Shipping Address

• Please check your shipping address when ordering. To change it, email us within 24 hours of ordering and before the package ships.
• If a package is returned because of an incorrect address or failed delivery, we can reship it (reshipping cost paid by you) or refund the order (minus the actual shipping cost).

8. Delayed, Lost, or Damaged Packages

• If your package has not arrived within 30 business days of shipping, or tracking has not updated for 10 consecutive business days, email us. We will check with the carrier and, if the package is confirmed lost, reship for free or issue a full refund.
• If your item arrives damaged in transit, send us your order number and photos of the outer package and the product within 7 days of delivery. We will send a free replacement or issue a refund.
• If tracking shows delivered but you have not received it, please check with neighbors, building staff, or the pickup point first, then contact us and we will help you open a claim with the carrier.

9. Returns and Refunds

For returns, refunds, and order cancellations, see the INNVOX Return & Refund Policy (https://innvox.ai/refund-policy).

10. Contact Us

Email: yaodong@innvox.cn (reply within 2 business days)

WhatsApp: +86 17384860919

Website: https://innvox.ai/